Fair refunds
for fresh bakes.

This Refunds and Returns Policy explains how Loafino handles cancellations, exchanges, and refunds for bakery products purchased in store, by phone, or through our website for pickup or delivery where available. Loafino is located at 86 Hillside Road, South Dunedin, Dunedin 9012, New Zealand. Contact [email protected] or +6434555129 with your order number and purchase date. Because we sell fresh, perishable food prepared daily, many items cannot be returned once handed over in good condition, but your rights under the Consumer Guarantees Act 1993 and Fair Trading Act 1986 remain fully respected. This policy does not limit those statutory remedies where they apply.

Standard shelf items such as loaves, rolls, and pastries may be exchanged or refunded if they are faulty, not fit for purpose, or materially different from what was described at purchase, when you notify us promptly and bring the product or clear evidence such as a photo if delivery was involved. Taste preference alone is not a defect, but underbaked, mouldy, incorrect flavour, or foreign object issues are taken seriously and investigated. Keep your receipt or order confirmation. For in-store purchases, return to the counter during opening hours with the item and packaging if possible. For online orders, email us the same day or next business day for perishable concerns so we can assess freshness fairly.

Custom cakes, wedding tiers, catering platters, and large pre-orders require agreed collection times and may need deposits. Cancellation more than seven days before the event may receive a full deposit refund minus non-recoverable supplier costs we document. Cancellation within seven days may forfeit part or all of a deposit because ingredients and labour are scheduled. Changes to design, size, or pickup time may be accepted if production has not started; late changes may incur fees. If Loafino cannot fulfil a confirmed custom order due to our error, we will offer a full refund or alternative solution of comparable value. Customer-initiated cancellation after final confirmation may not qualify for refund of bespoke work already underway.

Delivery orders that arrive significantly late, damaged in transit where we arranged delivery, or missing items may be refunded or replaced after review. Provide photographs of damage and packaging. Third-party courier delays caused by extreme weather or events outside our control may limit compensation to partial credit at our discretion, but we will communicate proactively. Pickup orders not collected within the agreed window may be discarded for food safety; refunds are usually not given if we attempted contact using details you provided. Wrong item supplied by our staff is corrected with replacement or refund. Allergy-related incidents require that you informed us of the allergy before baking began; we cannot refund where undisclosed requirements were not communicated.

Payment refunds are returned to the original method where possible; card processing times depend on your bank. Cash purchases in store receive cash or store credit by agreement. Loyalty points or promotional discounts used on an order may be reinstated if the whole order is refunded. Partial refunds may apply when only part of an order failed to meet guarantees. Chargebacks should be a last resort; contact us first so we can resolve issues quickly with order records. Fraudulent claims may result in refused future service. Gift vouchers and digital gift cards are non-refundable once issued except where law requires otherwise; expiry dates are printed on the voucher.

To request a refund, email [email protected] with your name, phone number, order reference, description of the issue, and photos if relevant. We aim to respond within two business days, often sooner for urgent food safety matters. Phone support during shop hours can authorise immediate exchanges for walk-in customers. Wholesale and café supply clients follow contract terms where signed; otherwise this policy applies proportionally. Seasonal pre-orders such as holiday hampers may have specific terms stated at checkout. If an item was discounted for clearance due to same-day freshness, minor cosmetic imperfections disclosed at sale are not grounds for refund.

We document complaints to improve recipes, training, and packaging. Repeated unfounded refund abuse may be declined. If you are unsatisfied with our response, you may contact the Commerce Commission or Disputes Tribunal according to New Zealand guidance for consumer issues. Loafino keeps transaction records securely for reconciliation and may reference them when reviewing your claim. Refunds for events cancelled by Loafino, such as shop closure for emergency maintenance on a day you prepaid a pickup slot, are processed automatically where feasible. Last updated October 2026. This policy complements our Terms of Service and Allergen and Food Safety Standards.

Store credit may be offered in place of cash refund where you agree, especially for minor service failures on large catering orders. Credit balances do not expire within twelve months unless stated on the voucher. Subscription bread boxes, if launched, will publish skip-week and cancellation rules at signup. Double charges from payment gateway errors are refunded in full once verified against settlement reports. Tips or donations added at checkout follow the same refund path as the order they attach to when applicable.